產險業者面對產業環境的改變,政策上必須做出一些因應的辦法,以強化公司在市場上的競爭力。對消費者而言,費率自由化後促使各家保險公司為提升競爭力,開發更多新商品並壓低價格,來滿足市場上的需求;產險公司為避免落入價格競爭情況,必須提高對於顧客的服務及理賠的滿意度,以提升新舊客戶的招攬與續保之取得。 而汽車保險除保費競爭外最重要的就是理賠服務,能否創造理賠服務的價值就能避免落入價格競爭,所以能持續提供獨特及差異化的服務才能贏得客戶的信賴、肯定與支持,本研究針對理賠認證服務對於企業形象及服務品質能否影響服務忠誠,並以TMNEWA公司理賠服務為案例,探討理賠服務對於客戶新續保投保的影響。
Property and casualty insurance industry to change the face of the industry environment, we must make some response to the way the policy in order to strengthen the company's competitiveness in the market. For consumers, the rate of liberalization to promote various insurance companies to enhance competitiveness and develop more new products and lower prices, to meet the needs of the market; insurance companies in order to avoid falling into price competition, the need to improve for customer service and satisfaction of claims to increase to attract and obtain renewal of the old and new customers. The car insurance premiums in addition to competing claims service is the most important, the ability to create value claims service will be able to avoid falling into price competition, they are able to continue to provide a unique and differentiated services to win the trust of customers, recognition and support, the Research company claims services for TMNEWA case, investigate claims service for new customers renewal insurance impact.